Glassbox vs. Oracle Real User Experience Insight

Glassbox is a customer experience management platform that provides various tools, including Interaction Maps, to help organizations understand and improve the customer journey. Some specific scenarios where Glassbox is well suited include: Identifying pain points in the customer journey: The Interaction Maps feature provides a visual representation of customer interactions, allowing organizations to easily identify where customers may be struggling and take action to resolve the issue. Proactively addressing issues: With the Interaction Maps feature, organizations can proactively address issues as they arise, rather than relying on customer feedback to identify problems. Improving customer service: By understanding the customer journey, organizations can improve the overall customer experience and provide top-notch customer service. On the other hand, there may be some scenarios where Glassbox is less appropriate, such as: Organizations with a limited budget: Glassbox is a subscription-based service, so it may not be suitable for organizations with a limited budget or those who are not willing to make the investment in customer experience management tools. Organizations with minimal online presence: Glassbox is primarily focused on improving the online customer journey, so it may be less appropriate for organizations with a minimal online presence.

It supports multiple state-of-the-art technologies for data collection. It can support passive, zero-touch network data collection as well as various forms of Browser and Server instrumentation. The business, therefore, needs to start monitoring the experience of the real user. They need to set up Key Performance Indicators (KPI) that reflect the experience of the end-user. Service Level Agreements (SLAs) also need to be set up particularly at the business services level, in addition to the normal SLAs set up for the infrastructure availability and performance.

Incentivized

• I like the ease of access that is provided to our internal users
• Super easy integration with our site and other tools
• The ability to navigate to any session, review the details and make actionable notes for resolution
• The ability to exclude sensitive information from being recorded.

• KPI dashboard
• Data Browser
• Performance and Violation Overview

Incentivized

• Some shiny new features are hard to use and/or optimize
• The email templates need improving. They are stiff and unfriendly.
• Ticket support is a bit weak. Slow response times and opinions for answers instead of facts.

Incentivized

• High cost.
• Training is very expensive.

Incentivized

The level of support from the Glassbox team and how much we have improved our conversion just after a few months

Glassbox has made it a mission to make the experience for the client as easy as possible. The entire system is intuitive and every report, screen and widget can be customized in just a few clicks, making both the onboarding and ongoing use a lot easier and enjoyable and helping us focus only on the business use

1. Improved understanding of customer behavior: Glassbox provides a detailed view of how customers interact with a website, mobile app, and other digital channels. This information is essential for understanding customer behavior and identifying areas where the business can improve the customer experience.
2. Easy identification and resolution of issues: Glassbox's detailed analysis of customer interactions makes it easy to identify and understand issues, such as errors, broken links, and usability problems. This allows businesses to take action and resolve these issues quickly, which can improve the overall customer experience and reduce customer churn.
3. Additionally, Glassbox also provides a way to analyze the customer journey and understand the pain points and drop off points, this enables businesses to optimize their website and improve the overall customer experience, and identify potential revenue opportunities.

ExtraHop. I did use it, but it projects almost the same matrix.

Incentivized

• Our VOC team has been able to process more escalations more successfully and resolve more customer issues in a timely manner
• Product teams are able to get the insights they need in a timely manner to track new projects success
• Mobile app capture in Glassbox has been a problem for almost a year with no solid resolution

Incentivized

• Executive dashboard.
• RUEI can be used to monitor end-user activity and business services.

Incentivized